Frequently Asked Questions
SHIPPING
Where are Fruitchouli orders shipped from?
All Fruitchouli pieces are shipped from our Australian studio.
Where do you ship to?
We ship internationally with UPS Express.
Within Australia, orders are sent via Express Australia Post.
At checkout, you’ll see if we’re able to ship to your country.
How much does shipping cost?
View our shipping rates on our Shipping & Returns page.
View international shipping rates here.
Are there any extra costs like customs fees or sales taxes?
All prices are shown inclusive of GST for Australian customers.
Prices do not include local import duties or taxes, which may apply depending on your location and order value. These charges are set by local authorities and are not the responsibility of the brand. They are payable by the recipient.
If a parcel is refused due to unpaid duties or taxes, the customer is responsible for all associated costs, including return shipping and handling fees.
When will my order arrive?
Australian Orders: Once knitted (see knitting timeframe on product page), your order is delivered via Express Australia Post in 1–4 business days, depending on your address.
New Zealand Orders: Once knitted (see knitting timeframe on product page), your order is delivered via UPS Express in 4–7 business days, depending on your address.
International Orders: Once knitted (see knitting timeframe on product page), your order is delivered via UPS Express in 4–10 business days, depending on your address.
Can I track my order status?
You will receive a shipping notification with tracking details once your order has been dispatched.
ORDERS
What is a knitting timeframe?
All Fruitchouli pieces are knitted to order with a timeframe listed on the product page.
If multiple items are ordered, your order will be shipped once the piece with the longest knitting timeframe has been completed.
The knitting timeframe commences on the next business day after your order is placed.
Please reach out to us at info@fruitchouli.com for urgent orders.
Can I change or cancel my order?
As Fruitchouli knitwear is made to order, we can only accommodate changes or cancellations within 12 hours of placing your order. After this time, production begins and your order is considered final.
Please contact us at info@fruitchouli.com as quickly as possible if you have changed your mind.
Can I request an urgent order?
If you require your order sooner, please contact us at info@fruitchouli.com before placing your order.
We will do our best to accommodate your request, however availability may be limited due to made-to-order production and studio capacity.
Which payment methods do you accept?
We accept all major credit and debit cards, as well as Apple Pay, Google Pay, PayPal and Afterpay (available in select countries).
When will my card be charged?
After an order is placed, payment will be authorised and held. Once the order is confirmed, payment will be taken. Your confirmation email will act as notification that your card has been charged.
RETURNS & EXCHANGES
Can I exchange my order?
We offer exchanges for an alternative size in the same style, within 14 days of delivery, subject to availability. Orders placed for the purpose of trying multiple sizes are not eligible for return.
Please reach out to info@fruitchouli.com to discuss exchange options.
Once an exchange is confirmed, the knitwear must be returned unworn, in its reusable storage sleeve with all tags attached. Returned items are inspected upon receipt. If they are not in their original condition, the exchange will not be accepted.
Shipping costs are non-refundable. Return and re-shipment costs are the responsibility of the customer. The item remains your responsibility until it is received by us.
Can I return my order?
As each piece is made to order, we do not offer returns or refunds for change of mind or incorrect purchases.
Orders placed for the purpose of trying multiple sizes are not eligible for return.
We offer exchanges for an alternative size in the same style, within 14 days of delivery, subject to availability. The garment must be unworn and in original condition.
Bespoke knitwear pieces are final sale and are not eligible for exchange or refund.
Can I return my bespoke order?
Bespoke knitwear pieces are final sale and are not eligible for exchange or refund.
OTHER QUESTIONS
Which size should I choose?
Our Body Measuring Guide is a great place to start, as it outlines the measurements we base our sizes on.
You'll also find a size guide on every product page, with detailed fit notes and garment measurements. We recommend comparing them to a similar garment you already own.
If you’re uncertain, we’re here to offer guidance and help you choose the size that feels right. Bespoke options are available for all knitwear pieces.
Contact us at info@fruitchouli.com for support.
What does made to order/knitted to order mean?
Made to order, or knitted to order means we make your knitwear once it has been ordered. Nothing is pre-made or held in stock.
This approach prevents unnecessary overproduction and ensures each Fruitchouli piece is knitted especially for you.
Where is Fruitchouli made?
All Fruitchouli pieces are knitted in Corhanwarrabul (the Dandenong Ranges), Australia, in our family-owned and operated knitwear studio.
What is Fruitchouli knitwear made of?
Fruitchouli knitwear is made from carefully selected biodegradable plastic-free yarns, including yak, organic cotton with SeaCell™ lyocell and organic cotton with cashmere.
Each fibre is chosen for its comfort, performance and natural origin.
More information is available about Our Yarns.
How do I care for my Fruitchouli pieces?
Our care instructions for each piece are listed on their product page under Care, and are provided on the product's care label or care card.
You can also find a detailed overview on our Care page.
How do I store my Fruitchouli pieces?
Store your knitwear folded in the reusable storage sleeve provided.
Ensure your knitwear is clean and fully dry before storage. Never store your pieces hanging, and keep them out of direct light.
Each storage sleeve is made in our Australian studio from organic cotton and is fully biodegradable, including the button.
